Customer Support Agent

1 week ago

Melbourne, Victoria, Australia Ailo Full time

**The Role: Customer Support Agent**
As a Customer Support Agent at Ailo, you'll be part of a high-performing team dedicated to delivering an outstanding customer experience. You will work across multiple functions to resolve a wide range of support issues for our diverse user base, including property managers, tradespeople, renters, and homeowners. Your work will encompass proptech and fintech and you will play a pivotal role in problem-solving and ensuring customer satisfaction.

We are looking for enthusiastic individuals who are passionate about transforming the industry and contributing to Ailo's ambitious goals.

**Key Responsibilities**:

- Troubleshoot and resolve technical and operational issues, minimising disruptions for users.
- Take ownership of customer cases, driving them to resolution with efficiency and care.
- Identify recurring issues and provide insights to improve support processes, enhance service delivery and prevent future problems.
- Collaborate with internal teams to escalate and resolve complex cases, ensuring swift and thorough resolutions.
- Maintain comprehensive case records with clear documentation to enhance knowledge-sharing and support consistency.
- Gather customer feedback and share insights with product and engineering teams to improve the customer experience.
- Consistently meet or exceed key performance metrics and identify areas for ongoing development.

**Personal Attributes**:

- Exceptional customer service mindset with a genuine desire to help customers succeed.
- Ability to build rapport quickly, even in challenging situations.
- Strong analytical and problem-solving skills to identify root causes and resolve issues effectively.
- Comfortable managing multiple priorities in a fast-paced environment.
- Self-motivated, proactive, and results-driven.
- Excellent time management skills with the ability to work independently and collaboratively.
- Confidence to suggest and implement process improvements based on feedback.

**Professional Attributes**:

- Knowledge of the Australian property management industry (highly desirable).
- Experience with payment processing and/or payment platforms is an advantage.
- Strong communication skills, both verbal and written.
- Understanding of quality systems, complaint handling, and document control.
- Familiarity with help desk tools (Zendesk preferred but not essential).
- Ability to thrive in a fast-paced, dynamic environment with competing priorities.
- 2+ years of experience in B2B and B2C customer support.

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